Sr. Associate, CRM Marketing

GrubHub • Chicago, IL

292d • $108,000 - $162,500

About The Position

Grubhub, part of Wonder Group Inc, is all about connecting hungry diners with our network of over 375,000 merchants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process! This role will be responsible for managing the end-to-end execution of CRM campaigns, including email, push, and in-app messaging, with a focus on retaining active diners. With a diner-first mindset and strong attention to detail, this role will manage a high performing team leading campaign creation from strategy through launch, collaborating closely with business, marketing, and analytics stakeholders to drive measurable growth. The ideal candidate will develop content strategies, design audience segmentation, create testing roadmaps, and utilize dynamic CRM capabilities to create engaging content for diners. This role will also consult with cross-functional teams to influence campaign design, ensure flawless execution, and optimize live campaigns. Additionally, this role will own the content calendar, recommend workflow and platform optimizations, maintain a best practices playbook, and serve as a subject matter expert in CRM best practices to deliver exceptional customer experiences and drive engagement and conversion.

Requirements

• Bachelor's degree required.
• 6+ years experience in direct CRM operations (email and push).
• Hands-on executional experience in Braze (or similar ESPs and/or Consumer Engagement Platforms e.g., Salesforce Marketing Cloud, Iterable).
• HTML and CSS knowledge and technical capabilities to QA/troubleshoot and collaborate.
• 1-2+ years experience managing a team.
• Ability to manage multiple initiatives simultaneously, work well under pressure and tight deadlines.
• Ownership mindset to proactively identify future opportunities and effectively apply critical thinking.
• Strong written and oral communication skills to effectively influence various functional groups.
• Strong self-management / prioritization and influence capabilities.
• Strong attention to detail.

Nice To Haves

• Experience with Contentful.
• Experience with in-app marketing.
• SQL skills.
• Familiarity with tech industries or B2C/B2B2C distribution channels.

Responsibilities

• Manage a high performing team responsible for owning and executing email, push, and in-app (CRM) campaign creation.
• Own intent generation, strategy, planning, and execution of campaigns to increase new customer engagement, engage and retain active diners, and reacquire lapsed customers.
• Develop the message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps.
• Consult with analytics, data, product, engineering, and business teams to understand key data points, diner profiles, journeys, and metrics.
• Partner with analytics, data, studio teams on inputs and QA for campaign launches to ensure flawless execution and deployments.
• Build, execute, and optimize messaging for dynamic content-driven ad hoc and automated/triggered campaigns in Braze.
• Monitor live campaigns to ensure quality, solutioning with stakeholders for optimization and remediation.
• Design, build, and optimize CRM journeys with personalized messaging, triggers, and automation.
• Conduct creative, messaging, and targeting tests to drive diner engagement and orders.
• Recommend and implement operational, workflow, and platform improvements for ongoing optimizations.
• Own development of content calendar and key CRM messaging points for your business area and/or diner lifecycle segment.
• Serve as CRM subject matter expert to apply channel best practices, diner insights, platform capabilities, and competitive insights.

Benefits

• Flexible PTO.
• Excellent medical, dental and vision benefits.
• 401k matching.
• Employee network groups.
• Paid parental leave.
• Weekly Grubhub credit for free meals.
• Paid time off to support community causes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Food Services and Drinking Places
• Education Level: Bachelor's degree